Quality Assurance Lead
Job Summary
To oversee quality assurance activities in a contact center environment, the remote Quality Assurance Lead will manage QA teams, develop quality assurance plans, and analyze operational data to drive continuous improvement.
Key Responsibilities
- Develop and manage a comprehensive Quality Assurance Plan, including evaluation criteria and remediation processes
- Lead a team of QA analysts to ensure consistent evaluation standards and reliable quality outcomes
- Analyze quality and operational data to identify trends, root causes, and opportunities for improvement
Required Qualifications
- 7+ years of Quality Assurance experience in a contact center, customer service, or operations environment
- 3+ years of experience leading and managing QA teams
- Experience designing and implementing QA programs and frameworks
- Strong analytical skills to identify trends and performance improvement opportunities
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field is preferred
Complete Job Description
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